Role Summary
Provide entry-level onsite IT support for end users by following documented procedures and escalation paths. This role focuses on basic troubleshooting, customer assistance, and hands-on support, with training and guidance provided.
Key Responsibilities
User Support
* Provide walk-up and desk-side support for common IT issues
* Assist users with basic questions and requests
* Support new hire and intern onboarding activities
* Deliver friendly, professional customer service
* Escalate issues when troubleshooting steps are exhausted
Hardware & Device Support
* Assist with setup and basic troubleshooting of:
o Laptops, monitors, keyboards, mice, and peripherals
o Mobile phones and tablets
* Perform simple break/fix actions:
o Device swaps
o Cable replacement
o Power and connectivity checks
* Support basic printer issues (paper jams, toner replacement)
Software & Application Support
* Assist users with common applications, including:
o Google Workspace
o Microsoft Office
o Zoom and Slack
* Help users with login issues, password resets, and MFA prompts
* Follow runbooks to resolve common application issues
AV & Conference Room Support
* Perform basic conference room checks:
o Powering on equipment
o Verifying displays and connections
* Report and elevate AV issues using documented procedures
Network & Connectivity (Basic)
* Assist users with basic connectivity issues:
o Wi‑Fi connection
o VPN login
* Perform simple checks (cables, adapters, device settings)
* Escalate network issues to senior support teams
Access & Security Support
* Assist with:
o Account access requests
o Device enrollment and setup
* Follow security procedures for device handling and returns
Asset & Inventory Support
* Help manage IT inventory and storage areas
* Assist with asset tagging and equipment tracking
* Prepare equipment for new hires, reuse, or return
* Support equipment vending machines if applicable
Process & Team Support
* Follow documented procedures, runbooks, and checklists
* Accurately log and update tickets in the ITSM system
* Participate in training, onboarding, and refresher sessions
* Ask questions and seek guidance when needed
KPIs & Expectations
* Meet assigned ticket volume targets
* Follow SLAs and escalation timelines
* Maintain positive customer satisfaction scores
* Respond promptly to walk-up and chat requests
Required Skills & Experience
* 0–1 year of IT support or customer service experience (training provided)
* Basic familiarity with:
o Windows or macOS
o Common productivity tools
* Strong communication and customer service skills
* Willingness to learn and follow procedures
* Reliable onsite presence and punctuality
Nice to Have (Not Required)
* IT coursework, certification, or technical training
* Experience in retail, hospitality, or customer support roles
* Interest in growing a career in IT support
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